Customer Support Representative - AMER

Role overview This customer support role delivers concierge-level service to researchers and scientists using a leading synthetic biology and genomics product portfolio. The position is part of a rapidly growing support team covering the AMER region and partners closely with sales, field application scientists, and technical specialists. The goal is to drive high satisfaction, build loyalty, and reinforce the quality of the brand across every customer interaction.

Responsibilities - Respond to and resolve product, service, and order inquiries via email, chat, and phone, from root-cause identification through follow-up confirmation - Process sales purchase orders by entering and validating customer information and resolving discrepancies efficiently - Help customers choose the right product, navigate the ecommerce site, and understand order status - Track key account orders through the production pipeline and provide proactive updates to internal stakeholders - Generate sales quotes using the Salesforce quote-to-cash system - Follow applicable Quality Management System and Information Security Management System standards in daily work

Requirements - Bachelor's degree, preferably in life sciences or a related field - 1-2 years of work experience in the biotech industry - 2+ years of customer-facing experience - Excellent verbal and written communication skills and strong attention to detail - Ability to multi-task, prioritize, and manage time effectively - Strong computer skills, including familiarity with G-Suite and ideally Salesforce

Benefits and work setup - Base salary range of $55,000-$75,000 USD for California-based candidates, with bonus, equity, and a generous benefits package - Final compensation varies by location, experience, and skills - Opportunity to support customers engaged in groundbreaking genetics research